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Product Support Analyst

PureCars

PureCars

IT, Product, Customer Service
United States
Posted on Wednesday, October 18, 2023
As the industry leader in automotive marketing, we’re trusted by the best dealers in North America. From innovative solutions to support from trusted experts, making marketing easier is our job. PureCars provides everything dealers need to attract and convert more customers with tech-driven solutions, unmatched data capabilities, and direct access to support.

We are a certified digital provider for 18 OEM programs and compliant with over 40 brands. We also serve 65 of the top 100 dealer groups in North America. We are proud to partner with leading organizations such as Google, Meta, Amazon, Spotify, Disney+, Microsoft, Oracle, and others to offer the widest range of advertising channels to our dealership clients.

We are focused on investing in world-class talent and technology in order to help our partners dominate their markets in new and innovative ways.

The Product Support Analyst will report to the Senior Product Support Analyst.

Product Support Analyst - What You’ll Do:

  • Work on our product team, spending about half of your time triaging and analyzing support requests from internal teams, and providing second-level product support to the customer support team
  • Work cross-functionally with our product, engineering and operational teams to decide which problems we solve for our customers and how we prioritize them
  • Develop reports to monitor the flow of diagnostic information across the organization in order to highlight trends which could have downstream impact to our customers and teams
  • Develop/ maintain reports that are used by our internal teams to provide our customers with information about how our product is performing for them
  • Prioritize and rank the impact of incoming customer issues to help better our escalation processes.
  • Relay insights from the product and engineering teams back to the customer support team so that everyone is on the same page including creating knowledge-base articles to spread learning throughout the organization
  • Coach our customer support team on new product features and their technical details and are on the front lines of ensuring our documentation is up to date.


Required Skills/Abilities:

  • Strong negotiation and communication skills.
  • Confident in balancing empathy for the customer with big-picture priorities for the business.
  • Ability to work cross-functionally and build alignment.
  • Technically curious individual who strives to become a product expert wherever you go.
  • Experience working directly with product and engineering team members.
  • Excellent written and verbal communication, ability to synthesize complex information into simple messages.
  • Ability to prioritize and execute tasks efficiently.
  • Extensive track record of solving complex problems, both externally for customers and internally within a business
  • Deep familiarity with agile frameworks.
  • Excel or google sheets experience: ability to create pivot tables, V-lookups, regex and imports.


Nice to Have/ Bonus Qualifications:

  • Digital marketing and/or digital advertising experience
  • Google analytics and/or Google Tag Manager knowledge
  • SQL knowledge
  • Experience using Jira and Confluence


Perks at PureCars:

  • Strong base salary
  • Company 401(k) matching with vesting schedule
  • Company provided laptop
  • Open PTO policy - take the time you need to travel and relax
  • Continuous company product and skillset education
  • Fun, collaborative team that you will get to partner with across the nation!


PureCars is committed to building diverse teams and upholding an equal employment workplace that is free from discrimination. We hire amazing individuals regardless of their race, color, ancestry, religion, sex, gender identity, national origin, sexual orientation, age, citizenship, marital status, pregnancy, medical conditions, genetic information, disability, or Veteran status. Just be passionate, genuine, collaborative, data-driven, and entrepreneurial at heart!